Virtual agent not allowing new conversation

[Kri]

I created custom LIVE AGENT and configured the Chat window connecting End Customer directly to the Live Agent while opening from the below community but I face the issue when End Customer requesting Live Agent where they are OFFLINE status then it is giving 'no agents available' message but it is not allowing to open New conversation instead the End Customer needs to refresh the whole page for that

https://www.servicenow.com.mcas.ms/community/virtual-agent-nlu-forum/how-do-i-bypass-disable-virtual...

@Community Alums 

[Mark Roethof]

Hi there,

Do validate first if live agent is available, don't immediately connect to live agent.

Also see my responses in the other topic you have on this.

Kind regards,
Mark

[Kri]

I wrote this condition in the Designer

[Mark Roethof]

Ah oke so that's the Script Action Connect to Live Agent?

And I assume you applied those vaVars on the Decision?

Kind regards,
Mark

[Kri]

yes correct but I have a query do I need to publish the record everytime I do the change?

[Mark Roethof]

Looking at your first screenshot, line 2 will never end up in true. The condition is incorrect.

Use ==, not =

If you want to run the Topic in the Web Client, yes then every time you need to publish.

Kind regards,
Mark